Casino Luck - blocked my account with the winnings

Ruling

Resolved - An issue that occurred during a platform switch has been resolved and Casino Luck have returned this player's winnings to their account.

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Player's Complaint

I have read the references on Casino Luck which were very good, so decided to play there taking the welcome bonus for my deposit I made my deposit on the 31st of January. I was winning and reached around 1 500 EUR, was very happy about it. I haven't reached the wagering requirement when my account was blocked.

I wrote an email about this to the casino, i checked my email - it was February 1st. On the sixth of February I received a response where they told me they had to block it for the security reasons and asked me to send the verification documents. At that moment I was travelling for work and couldn't deal with the documents right away. I sent the documents as they requested through the email on the 18th February and sent the documents by the regular mail on the 22nd February. I still have the notice of delivery by the way. After that I had no info from the casino. I tried to find out what was the issues and in a month(!), it was 19th of March, they responded to my email - my account was not blocked anymore. It was right, but what I had to find out was that all my winnings disappeared. I wrote about this to the casino. On 16th of April the casino responded that my winnings were taken away because the period for wagering has already passed. I checked the Wagering Requirement period in the terms, it was 21 days. This is ridiculous - I have been put in the situation where this was simply impossible. I have completed all the requests of the casino. This all situation is extremely disappointing to me and I would like to find out how the casino with such a good reputation can be messing with the players in such a way.

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4 Responses

ThePOGG

May 30, 2017

Hi Vicente123 - welcome back!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG

June 2, 2017

Hi Vincente123,

Your complaint occurred around the time that Casino Luck switched from the EveryMatrix software platform to the Aspire Global software platform. This was obviously a big switch and your case 'fell between the cracks'.

I've spoken to the Casino Luck manager, your funds have been reinstated and you have a wagering requirement of €1498 to complete before you can make a withdrawal.

I'd appreciate it if you could confirm receipt of this message.

Thanks,

ThePOGG

ThePOGG

June 12, 2017

Hi Vincente123,

Have you received the above message?

Thanks,

ThePOGG

ThePOGG

June 19, 2017

Hi Vincente123,

If we haven't heard back from you by Friday the 30th of June I'll assume you've receive your funds and close this complaint.

Thanks,

ThePOGG